Major Incident Manager in the Command Centre

SWIFT

Business Intelligence

Leiden, Zuid-Holland - Niederlande

Senior Specialist / Project Manager

Experteer Overview

As Major Incident Manager in Swift’s Command Centre, you lead response to high-impact operational disruptions, coordinating across technical, operational, and external stakeholders. You help safeguard service continuity and resilience in a critical global ecosystem. The role blends operational leadership with stakeholder management in a fast-moving, regulated environment. You’ll influence incident processes and drive continuous improvement, delivering decisive actions when it matters most.

Responsibilities

Coordinate major incident response across service owners, technical teams, vendors, and business stakeholders as a central point of contact during high-impact events
Drive impact containment and service recovery via timely escalation, decision-making, action tracking, and clear communication throughout the incident lifecycle
Provide clear communication to internal and external stakeholders, including senior management and customers
Strengthen resilience through post-incident learning, process improvements, tooling enhancements, and preparedness activities
Use data and insights to identify trends and practical opportunities to improve response effectiveness and governance
Support awareness and adoption of incident management expectations and ways of working across the organisation

Key requirements

Experience in incident management, operations, service management, resilience, or a related field in complex, high-availability, or regulated environments
Strong communication and coordination skills; ability to stay composed under pressure and engage with diverse stakeholders
Proven stakeholder management, able to influence and align competing perspectives
Good judgment and structured approach to assess situations, prioritise, and drive actions forward
Continuous improvement mindset aimed at strengthening processes, tooling, and resilience
Awareness of governance, risk, and regulatory considerations in critical environments
Willingness to participate in on-call or rotational support in a 24/7 context

calm under pressure leadership through influence strong communication incident management service management resilience

Description

As Major Incident Manager in Swift’s Command Centre, you lead response to high-impact operational disruptions, coordinating across technical…

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